Had an issue with Amart Furniture? Get a real response.
How to submit a complaint with Amart Furniture
By Phone:
Call Amart Furniture’s Customer Care on 1800 937 566 (free call). Available during regular business hours. Have your order number or receipt ready for faster assistance.
In-Store:
Visit your local Amart Furniture store and speak directly with a manager or staff member. Store teams often solve product issues, exchanges, or refunds immediately.
Online Claim Form (Recommended):
Use Amart’s Make a Claim form on their website. Clearly describe the issue - product faults, delivery problems, or other concerns. Amart typically responds within about 3 business days.
Email or Live Chat:
If you encounter issues with the online form, email customer.care@amartfurniture.com.au or use the live chat feature on their site. Select “Complaint/Feedback” to ensure your message reaches the correct team.
Written Mail:
You can write directly to Amart’s head office (address available on their website). Note that this is the slowest method - phone or online methods are significantly quicker.
Initial Response:
Once your claim is lodged, Amart’s Customer Solutions Team acknowledges receipt within about 3 business days, reviewing your issue thoroughly.
Resolution Process:
Amart aims to work collaboratively with you toward a satisfying solution - a repair, replacement, refund, or alternative remedy based on your situation. Complex cases (e.g., manufacturing defects) may take additional time, but simple issues (minor damages) can often be resolved swiftly.
Communication:
Amart’s representatives communicate clearly, typically via your preferred contact method (phone or email). They proactively engage with negative reviews online, responding to 99% of Trustpilot complaints within 48 hours.
Final Outcome:
Resolution options generally include repairs, exchanges, refunds, or store credits, aligned with consumer rights and Amart’s Returns & Refunds Policy. Complaints remain open until you confirm satisfaction.
Common complaints against Amart Furniture
The most frequently reported issues include:
- Product Quality & Durability: Problems with faux leather sofas peeling or deteriorating prematurely, leading to warranty claims.
- Delivery Delays & Damage: Complaints about late deliveries, lack of communication regarding delays, and receiving damaged items (scratches, dents).
- Customer Service Responsiveness: Instances of slow responses or customers feeling “shut down” when seeking assistance.
- Refund & Return Confusion: Misunderstandings about Amart’s policies (proof of purchase, returning items in “as-new” condition required).
Tip: Document defects clearly (photos, receipts), and communicate politely and persistently for a faster resolution.
Complaints submitted through Ajust
How other consumers Amart Furniture complaints got resolved
Damaged Lounge & Warranty Dispute: Structural faults after 6 months, initially blamed on customer misuse. Store credit offered after public escalation on social media.
Missing Parts in Order: Missing chair and incorrect part in outdoor setting. Delivered correct items within a week, plus $50 gift card apology.
Peeling Sofa Replaced: Faux leather sofa peeling badly within 18 months. Replacement sofa delivered free of charge after lodging warranty claim with detailed photos.
Internal Escalation:
- Ask politely to speak with a supervisor or store manager for initial escalation.
- For unresolved issues, request escalation to Amart’s “Customer Solutions” or “Complaints Resolution Team.”
Head Office Escalation:
- Submit a formal written complaint directly to Amart’s Queensland head office (address on their website), clearly outlining your issue and desired resolution.
Documentation:
- Keep records (emails, receipts, photos) for internal and potential external escalation.
Note: Higher-level internal escalation often resolves most complaints satisfactorily.
Australian Consumer Law (ACL):
If Amart denies remedies for faulty goods, lodge a complaint with your local consumer protection agency:
Mentioning your intention to involve Fair Trading often expedites resolution.
Australian Competition & Consumer Commission (ACCC):
- Report misleading conduct or systemic issues to ACCC.
Small Claims Tribunal:
- For unresolved issues involving significant value, consider lodging a case with your state’s tribunal (e.g., NCAT, VCAT). Filing alone can prompt Amart into action.
Financial Ombudsman:
- For finance-related complaints, contact the Australian Financial Complaints Authority (AFCA).
- Amart Contact & Support: Submit claims online, use live chat, or access support info.
- Returns & Refunds Policy: Conditions and quality guarantees.
- Warranty Claim Form: Submit warranty and defect issues.
- Amart FAQs: Common queries about orders and deliveries.
- ACCC – Report a Consumer Issue: Understand consumer rights and reporting.
- Service NSW – Lodge a Consumer Complaint: How to lodge with Fair Trading.
Amart Furniture Complaints FAQs
You’ve done your part, now it’s time to hold Amart Furniture accountable.
Take the final step and submit a complaint that gets seen and responded to.